Despite the rapid growth and lure of the service sector, entrepreneurs are well advised to consider the numerous … competitive challenges encountered when owning and operating a service business. The unique nature of services (i.e. intangibility …, heterogeneity, perishability, simultaneity) serves as a backdrop to accentuate the competitive landscapes in the service sector. To …

of service practitioners would enhance the understanding of how the new marketing definition is universally applicable … implications for practitioner and service marketing researchers to develop service quality in the Indonesian LCC industry. The … – In the LCC industry, the combination of internal and external supplier capabilities to deliver service quality is a …

business‐to‐business service relationship and presents the idea of the “relationship cycle” as a means of identifying this …

Reports on how Sodexho has improved service using total quality management. Discusses how achieving customer … satisfaction in the service industry means knowing what the customers′ requirements are. Asserts that TQM has allowed the company …

Purpose – The purpose of this research is to examine how service enablers such as resource management and human … performance. The paper also aims to study how the level of customer contact, a major service differentiator, could moderate the … influence of such practices on performance. Design/methodology/approach – Using sample data from 249 service firms in China …

This paper focuses on gaining insight into the impact of TQM on the business performance of the service sector of the … economy. The study yields clear evidence that TQM implementation improved business performance in the service sector of …

Customer waiting is regarded as one of the most critical aspects of service quality. Research has suggested various … service process designs that consist of two operations, order taking and order preparation. The research premise is that no … single service process design is the best in all operating conditions. Managers should build flexibility into service process …